Warranty & Claims

The claim process must be initiated by the final owner of the installed product. Who must also be the owner of the property where the product is installed and the person who the original proof of purchase is addressed to. If you are not the final owner of the installed product, please assist the final owner to lodge this claim.

There are three steps to the claim process:
1. You submit a claim including as much information as you can supply to support your claim.
2. We will investigate your claim, verify the information, or request any other information we need before we can assess your claim.
3. As soon as all the relevant information has been submitted which allows us to make a conclusive assessment on the warranty claim, we will assess the claim against our limited warranty and inform you of the outcome.

In order to lodge your claim, you will need to provide us with certain minimum information. Please prepare all the following required information before starting the claim process:

A copy of the invoice or proof of purchase for the product - If you purchased your product through a reseller provide the dated invoice - Without a proof of purchase we will not be able to assess your claim.

Five clear photographs of the installed product:
1. a photo showing an A4 size piece of paper centred between the joists(profile support) of the affected area
2. if any of the profiles are joined end to end, a photo showing installed double joists where the ends of the boards meet
3. a broad photo showing the affected area
4. a panoramic view of the decking area
5. a full scale photo showing the entire deck.

When investigating and assessing a claim, we rely on accurate information to be submitted to us in order to conduct our investigations and conclude an assessment. After your claim has been submitted, our team will assess the submitted information. If the submitted information, does not enable us to make a conclusive assessment, we will need additional information, your assistance in gathering this additional information will help us to conclude the assessment timeously. No claim can be considered where the minimum standards of our installation guidelines have not been complied with and no claim can be considered where proof of purchase cannot be provided.

If you understand all of these conditions and wish to proceed with your claim, please click next.

We will not be able to process your claim without certain minimum information, please complete all required fields before clicking next

We will not be able to process your claim without certain minimum information, please complete all required fields before clicking next

Please upload photographs of the affected area. A reminder that as a minimum requirement we need:

Five clear photographs of the installed product:
1. a photo showing an A4 paper centred between the joists(profile support) of the affected area
2. if any of the profiles are joined end to end, a photo showing installed double joists
3. a broad photo showing the affected area
4. a panoramic view of the decking area
5. a full scale photo showing the entire deck.

When the investigation phase is completed we will make an assessment of the claim against the limited warranty.

We cannot predict any outcome of the assessment prematurely, all decisions will be communicated after all information has been gathered and assessed. Your assistance in gathering any required information will enable your claim to be assessed timeously.

By clicking submit you acknowledge that you understand that, submitting this claim does not constitute a conclusion to either the investigation, or the assessment and agree to assist us in gathering the information required to conclude your claim.